Job Description

Role:

Membership account manager (North)

Based:

Newcastle plus hybrid working

Department:

Membership

Contract:

Fixed term - February 2026 - March 2027

Working Hours:

35 hours per week, Mon-Fri

Salary:

35,000 - 38,000 dependent on experience

ROLE DESCRIPTION

The Membership Account Manager will serve as the primary point of contact for our Solo, Core and Thrive members, ensuring their satisfaction and engagement with the Chamber. This role involves creating and maintaining strong, long-term relationships with new and existing members, understanding their needs and delivering tailored solutions to enhance their experience. The Membership Account Manager will work closely with internal teams to deliver valuable membership benefits, ensure renewals, and drive membership growth through proactive outreach and support. By providing exceptional service and fostering member loyalty, the Membership Account Manager will contribute to the overall success and sustainability of the Chamber.

ROLE PUPOSE

The Membership Account Manager is responsible for maintaining and growing relationships with members, ensuring they receive value from their membership and remain engaged. This role involves overseeing a portfolio of SU&G, Solo, Core and Thrive members, addressing member inquiries and proactively identifying opportunities to enhance their experience with the Chamber. The Account Manager works to ensure timely renewals, resolve any issues, and facilitate the delivery of tailored services or benefits that align with members' needs. By fostering strong, long-lasting connections the Account Manager contributes to high member satisfaction, retention and the overall success of the Chamber.

What youll be doing

Responsibilities for the successful candidate include:

Member Relationship Management

Develop and maintain strong relationships with members, acting as the primary point of contact for all membership-related queries. Understand member needs and provide tailored solutions to enhance their experience and satisfaction. Actively engage with members through regular communication, including phone calls, emails and face-to-face meetings where appropriate.

Retention & Engagement

Monitor member satisfaction and identify opportunities for improving the member experience. Create and execute strategies to increase member retention, reduce churn and enhance overall member loyalty. Promote relevant member benefits and services to ensure full utilisation of the organisations offerings.

Cross-functional Collaboration

Work closely with the marketing, events and other internal teams to ensure members needs are being met. Contribute to the development of new membership services, initiatives and offerings to increase value for members.

New Member Acquisition

Identify opportunities to recruit new members through networking, events and targeted campaigns. Promote the value of membership and generate leads to drive the acquisition of new members. Collaborate with the marketing team to develop strategies that attract new members and expand the organisations reach.

Event and Program Support

Support the planning and execution of member events, webinars and other engagement initiatives. Encourage member participation in events and programs to foster community and networking opportunities.

What we need to see

The Chamber team is passionate about the North East, our business community and our members. We work hard to achieve outcomes for our business and our members.


Skills and experience are important but what is important above all else is character and willingness to learn and achieve. It is vitally important that we find the right person who fits into our beliefs and culture here at the Chamber.


Some of the other skills and experience that we are looking for include:

Qualifications

Minimum of 5 GCSEs or equivalent, including Maths and English

Skills and Experience

Ability to plan, organise and prioritise workload to meet performance expectations. Ability to maintain and promote good working relationships internally and externally. Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Excellent communication skills, both written and verbal. Previous experience within a membership-based organisation or non-profit sector is highly desirable Excellent interpersonal and communication skills, with the ability to build rapport and engage with diverse member groups. Strong organisational skills with the ability to manage multiple priorities and deadlines. Problem-solving mindset and the ability to handle difficult situations with professionalism and empathy. Ability to analyse membership data and identify trends to improve engagement and retention. Proficient in CRM software and Microsoft Office Suite; familiarity with membership management platforms is a plus. Strong knowledge of social media and digital communication tools for engaging with members.

Other requirements

Must live in the North East. Must be able to work flexible hours and locations across the region. A sense of drive, enthusiasm, hard working and reliable. Comfortable working independently and as a team.

What we have to offer you

We have a great culture at the Chamber and supporting a healthy work life balance is important to us. We actively promote a professional, engaging, friendly and supportive environment, with our people and our members at the heart of everything we do.


We offer several benefits including:

25 days annual leave, increasing with each year of service, up to 30 days plus public holidays each year. An additional days leave on your birthday. Life assurance four-times basic salary. Contribution to one professional membership each year. Employee assistance programme. A motivating, encouraging environment to work, based out of our modern offices in Newcastle city centre and on the edge Durham city centre with on-site car parking. Flexible working supporting work life balance, with a mix of home and office working. Salary exchange pension scheme with 4% Chamber contributions. Long service and colleague awards. Salary sacrifice schemes, such as: cycle to work and car leasing. Health cash plan paid by the Chamber and provided by Westfield Health. * Colleague events including summer social and Christmas party.